Service Quality Program Manager (P4) - Doral, FL

Key Responsibilities:

• Provide guidance on proper processes & procedures to drive continuous improvement within the DHL network
• Work collaboratively with the central Service Quality community to standardize reports and create competitions to improve performance
• Analyze Global Transit lanes by reviewing transit time performance Import & Export
• Lead cross functional initiatives to drive key performance indicators with front line staff including agents, supervisors, managers, directors, & senior directors
• Perform data analysis to identify opportunities & raise key actions to close the quality loop
• Develop and maintain trusted relationships with your internal customers by having timely communications, feedback, and excellent follow-up
• Oversee the reporting structures for operational systems- ensure reporting is accurate, professional, and shows value
• Develop/Maintain relationships with our regional and global colleagues to drive service quality
• Performs weekly KPI Review & follows up with lowest performing gateways
• Provides Training and Support, Conduct Audits and Present Findings to Management for Correction
• Ability to learn and use DHL applications
• Collects, organizes, monitors, and evaluates service performance
• Performs data analysis to determine current performance and forecast and trend future performance to recommend improvements and/or corrective actions
• Skills & Qualifications:
• BS/BA and 5+ years’ experience in related field
• Advanced knowledge of MS Office
• Report Automation and script development preferred
• Strong knowledge of Network Operations and workings of DHL
• Highly developed analytical, problem solving and high-level reasoning skills
• Strong influencing & communication skills
• Customer-orientated
• Achievement drive and initiative
• Excellent business / commercial acumen
• Quality orientation (accurate, timely)
• Conceptual thinking
• Presentation skills
• Effective planning, organization and decision-making competencies
• Fluent in spoken and written English
• Good level of cross-cultural competency and interpersonal understanding
• Willingness and ability to travel
• Regional or Global experience in Operations would be an advantage
• Relevant working experience (preferably at management levels) with Commercial teams and customer facing roles. University degree or equivalent industry experience
• Employee Benefits & Incentives
• DHL Express benefits and incentive offerings are designed to reflect a substantial experience for both employees and their dependents during their career and life journey. The specifics will vary, but wherever you join and in whatever role, you'll find our benefits and rewards are among the best in the industry. They include:
• Competitive Pay
• Bonus/Incentive Programs
• Retirement Savings – 401K with company match
• Medical, Dental, Vision, well-being programs
• Tuition Reimbursement
• Generous Paid Time Off
• Paid Leave
• Employee Discount Program
• Employee Assistance & Work Life Program
• Outstanding training opportunities
• DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here: https://www.eeoc.gov/employers/eeo-law-poster
• We will ensure that individuals with disabilities are provided with reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.